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Complaint Management
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Who We Are & What We Do
Issuetrak is a privately owned, Virginia-based company specializing in high performing, customizable issue tracking software.
Companies ranging widely in size & industry use Issuetrak to track their business issues & processes, including complaints, incidents, onboarding, equipment defects, change management, compliance, help desk tickets, facility maintenance requests, & much more.
We’ve served over 2,000 customers in 36 countries. And, we offer both cloud and on-premise deployment options.
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Complaint management is a process for acknowledging, resolving, & preventing complaints. This helps keep your customers happy while reducing your company’s risks & liability or helping you stay in compliance.
What is Complaint Management?
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If you sell a product or provide a service, you likely have customers—internal or external—who periodically report a complaint, concern, or request. To be really good at addressing those complaints & concerns, you need a complaint management process.
Who needs Complaint Management?
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Lots of organizations, big & small, are facing a record number of complaints.
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signs your manual complaint tracking method is failing
1. You’re unsure if your information is current or confidential
2. Monitoring progress is problematic
3. Prioritizing has become a challenge
4. Accountability is an issue
5. Collaboration is under strain
6. When someone moves on, the system implodes
6
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Software can drastically improve your Complaint Management process by:
• Providing multiple ways to submit complaints: email, web form, web portal, mobile
• Automatically turning complaints into tickets that are then assigned • Allowing you to define your own workflow for addressing complaints • Keeping customers automatically looped in on resolution progress • Allowing you to escalate complaints that may have remained idle • Providing at-a-glance Dashboard metrics to monitor open complaints • Allowing you to create custom reports that can be distributed
automatically
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It’s this easy…
complaint sent by email, web form, or phone
• Issuetrak receives complaint
• turns complaint into trackable issue
complaint automatically assigned
• process initiated • tasks completed • updates/notes
added
complaint escalated if necessary
• complaint closed upon resolution
• reports automatically run & distributed
complaint tracked through lifecycle
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examples of organizations that use software for complaint management
1. Municipalities track citizen complaints & requests
2. Schools & universities manage all kinds of complaints
3. Financial institutions have regulatory requirements for managing complaints
4. Restaurants & retailers track complaints & also compliments
5. Healthcare facilities have to manage complaints & incidents to ensure safety & compliance
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Complaint Management for Municipalities
Monitor complaints from citizens, consumers, visitors, & employees:
• road complaints • code violations • education concerns • housing issues • complaints against employees
Loop in city officials by giving them access to the system & sending automatic reports!
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Complaint Management for Schools & Higher Ed
Monitor complaints from students, parents, teachers, & staff:
• harassment & bullying • complaints against teachers • bussing/transportation complaints • parent concerns & requests • grade disputes • incident reporting • facilities & maintenance concerns
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Complaint Management for Financial Institutions
Monitor complaints from consumers about:
• mortgages • credit cards & credit reporting • bank accounts & services • private student loans • debt collection • payday loans • consumer loans & more
Stay on top of your CFPB compliance!
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Complaint Management for Restaurants & Retail
Monitor complaints & compliments from customers, employees, & vendors:
• food & drink complaints • restroom cleanliness concerns • service complaints • wait time complaints • facilities, maintenance, equipment concerns • compliments on food &/or service!
Easily provide automatic feedback to your customers & management!
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Complaint Management for Healthcare Facilities
Manage complaints & incidents from patients, family members, & staff:
• room condition complaints • incident reporting • wrong medication issued • complaints against staff • facilities, maintenance, & equipment
concerns • safety concerns • insurance billing & payment disputes
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For more information or a personal demo of Issuetrak for Complaint Management, call us at +1 (866) 477-8387 or email us at [email protected].
Need more information? Ready for a personal tour?